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Oracle® Pulse for the Managed CloudUser’s Guide

Release 4.1 for all platforms

E51620-01

March 2014

Oracle Pulse for the Managed Cloud User's Guide, Release 4.1 for all platforms

E51620-01

Copyright © 2014, Oracle and/or its affiliates. All rights reserved.

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Contents

1 Introduction

What’s New in Oracle Pulse Release 4.1? ............................................................................................ 1-1Getting Started with Oracle Pulse ........................................................................................................ 1-2Supported Browsers................................................................................................................................. 1-3Supported Apple iOS Versions ............................................................................................................. 1-3Navigating Oracle Pulse ......................................................................................................................... 1-3E-mailing Screens and Other Actions .................................................................................................. 1-8

2 Using the Landing Pad

About the Landing Pad ........................................................................................................................... 2-1

3 Using the Customer Dashboard

About the Customer Dashboard............................................................................................................ 3-1About the Customer Overview.............................................................................................................. 3-3Viewing Customer Storage..................................................................................................................... 3-4Viewing Customer Recommendations ................................................................................................ 3-6Viewing Customer Transactions ........................................................................................................... 3-6Viewing Customer Incidents ................................................................................................................. 3-8Viewing Customer Changes................................................................................................................ 3-10Viewing Customer Contacts................................................................................................................ 3-12Viewing Customer Notifications ....................................................................................................... 3-13Viewing Service Catalog...................................................................................................................... 3-14

4 Using the Service Dashboard

About the Service Dashboard ................................................................................................................ 4-1About the Service Overview .................................................................................................................. 4-3Viewing Service Refreshes..................................................................................................................... 4-4Viewing Service Backups ....................................................................................................................... 4-5Viewing Service Recommendations ..................................................................................................... 4-5Viewing Service Transactions ............................................................................................................... 4-6Viewing Service Incidents...................................................................................................................... 4-7Viewing Service Changes ....................................................................................................................... 4-9Requesting Other Service Information............................................................................................. 4-11

5 Using the Environment Dashboard

About the Environment Dashboard ..................................................................................................... 5-1About the Environment Overview........................................................................................................ 5-2Viewing Environment Recommendations .......................................................................................... 5-4Viewing Environment Transactions..................................................................................................... 5-4Viewing Environment Incidents ........................................................................................................... 5-5Viewing Environment Changes ............................................................................................................ 5-7Scheduling an Environment Refresh or Restart................................................................................. 5-9

Preface

Oracle® Pulse for the Managed Cloud is a ground breaking product that gives a single-source-of-truth view of your Oracle Managed Cloud Services.

AudienceThis document is intended for everyone using Oracle Pulse on an iPad or in a Web browser on a mobile device or desktop.

Documentation AccessibilityFor information about Oracle's commitment to accessibility, visit the Oracle Accessibility Program website at http://www.oracle.com/pls/topic/lookup?ctx=acc&id=docacc.

Access to Oracle SupportOracle customers have access to electronic support through My Oracle Support. For information, visit http://www.oracle.com/pls/topic/lookup?ctx=acc&id=info or visit http://www.oracle.com/pls/topic/lookup?ctx=acc&id=trs if you are hearing impaired.

Related DocumentsFor more information, see the Oracle Pulse for the Managed Cloud Reference, which provides experienced users with an index of all widgets, charts, and tables in Oracle Pulse Release 4.1.

ConventionsThe following text conventions are used in this document:

Convention Meaning

boldface Boldface type indicates graphical user interface elements associated with an action, or terms defined in text or the glossary.

italic Italic type indicates book titles, emphasis, or placeholder variables for which you supply particular values.

monospace Monospace type indicates commands within a paragraph, URLs, code in examples, text that appears on the screen, or text that you enter.

1Introduction

Oracle® Pulse for the Managed Cloud is a ground breaking product, giving you a single-source-of-truth view of all your Oracle Managed Cloud Services. Use Oracle Pulse on your iPad, or on your desktop or mobile device using most standard Web browsers.

This chapter covers:

■ What’s New in Oracle Pulse Release 4.1?

■ Getting Started with Oracle Pulse

■ Navigating Oracle Pulse

■ E-mailing Screens and Other Actions

What’s New in Oracle Pulse Release 4.1?You can now move smoothly from the Oracle Pulse landing pad through supporting data tables to the related Dashboard in a couple of taps:

■ Avaibility - Tap Production Availability or Complete Outage Time to see the availability for each of your Managed Cloud Services environments then tap an environment row to open the Environment Dashboard populated with metrics for that environment.

■ Storage - Tap Storage Usage versus Entitlement or Recent Storage Activity to open a table of storage usage by service. Tap any row to see the Storage screen on the Service Dashboard populated with metrics for that service or select Grand Total to review storage for all services on the Customer Dashboard.

■ Transaction Performance - TapTransaction Performance or Low Performing Transactions to go directly to the Transactions screen on the Customer Dashboard.

■ Service Requests - Tap Sev 1 Incidents or Incidents for Review to open a table of environments associated with the severity 1 incidents. Selecting an environment/row to open the Incidents screen on the related Environment Dashboard populated with data for the environment. associated with the incident.

■ Requests for Change - Tap Sev 1 Changes or Changes for Review to see a list of all environments associated with the severity 1 requests for change (RFCs). Tap any environment/row to see the Changes screen on the Environment Dashboard populated with data for the environment associated with the change.

You can pinpoint the service or environment responsible for a performance deficit by tapping the relevant tile. To learn more, see Chapter 2, "Using the Landing Pad".

Getting Started with Oracle PulseYou can access Oracle Pulse on your iPad, or on your desktop or mobile device using any Web browser.

Accessing Oracle Pulse on Your iPadTo access Oracle Pulse on your iPad:

1. Search for Oracle Pulse in the Apple iStore then tap Install.

2. Tap the Oracle Pulse icon to start the app.

3. When the sign in screen appears, enter your single sign on (SSO) username and password.

If you would like to populate Oracle Pulse with sample data, check the Sample Data check box.

4. Click Sign In.

(If your username is associated with more than one customer organization, select the organization you would like to review from the list presented.)

This populates Oracle Pulse with service information for all your organization’s Managed Cloud Services, or with sample data if you selected the Sample Data check box.

Accessing Oracle Pulse on Your Mobile Device or DesktopTo access Oracle Pulse on your mobile device or desktop:

1. Open the following Web page in any Web browser:

https://cloudservices.oracle.com/pulse

2. Click Sign In.

If you would like to populate Oracle Pulse with sample data, check the Sample Data check box.

The single sign on page appears.

3. Enter your single sign on (SSO) username and password.

https://cloudservices.oracle.com/pulse

If your username is associated with more than one customer organization, select the organization you would like to review from the list presented.

This populates Oracle Pulse with service information for all your organization’s Managed Cloud Services, or with sample data if you selected the Sample Data check box.

Supported BrowsersOracle Pulse supports the following browsers:

■ Microsoft Internet Explorer Versions 9 and 10

■ Firefox Version 10 ESR and later

■ Chrome Version 19 and later

■ Safari (Desktop) Version 5 and later

Supported Apple iOS VersionsOracle Pulse for iPad now requires Apple iOS7, enabling a richer and more intuitive interface aligned with Apple standards.

If you are using a first generation iPad, you can access Oracle Pulse using a supported Web Browser.

Navigating Oracle PulseThis section describes how to navigate Oracle Pulse. It explains how to move through three levels of information - Customer Dashboard, Service Dashboard, and Environment Dashboard - and how to use the user interface (UI) features common to all screens.

Understanding the Oracle Pulse Landing Pad and DashboardsOracle Pulse presents a comprehensive view of all your organization’s Managed Cloud Services using organization, service, and environment level dashboards. This section describes how to use these dashboards and related lists to navigate Oracle Pulse.

Landing Pad - The landing pad, which is the Oracle Pulse home screen, analyzes the recent performance of all your organization’s Managed Cloud Services. Tap any tile to see the data view:

Note: If this is your first time to sign in to Oracle Pulse, the End User License Agreement for Oracle Pulse is displayed before the single sign on screen.

Read the agreement then select Accept if you accept the terms and conditions for using the application.

Customer Dashboard - The Customer Dashboard shows the health of all your organization’s Managed Cloud Services. Tap any service record to open the Service Dashboard.

Service Dashboard - The Service Dashboard presents key information for the selected service. Tap any environment record in the bottom part of the screen to open the Environment Dashboard.

Environment Dashboard - The Environment Dashboard shows key performance indicators for the selected environment. Tap any host record to see host metrics.

Managed Cloud Services

Understanding the User InterfaceThis section describes the layout of the Oracle Pulse user interface (UI).

Dashboard LayoutThe Customer, Service, and Environment Dashboards use a common layout, displaying pairs of related widgets side by side and a table of records at the bottom of the screen. Widgets show both chart and data views key performance indicators, while the table lists all related records.

Double tap any of the widgets to expand to full screen mode. Toggle between the widget chart view and data view using the symbols in the bottom right corner of the widget. Tap any record to open the lower level Dashboard.

On Web browsers, dashboard design also responds to device size. Widgets stack vertically and you can scroll up to see more widgets or the table of records.

In the example above, the Customer Dashboard displays charts for production availability of all the organization’s Managed Cloud Services ordered by service and by environment.

Scroll up to see the hidden Storage Usage and Key Transaction widgets. The records show the name, phase, and go live date of all Managed Cloud Services, both live production services and those still in implementation. If key performance indicators for a service are not listed in the widgets in the swim lanes, the service is likely to be in implementation - you can confirm this in the table at the bottom of the screen. Tap any service record to open the Service Dashboard for that service.

Managed Cloud Services

Navigation BarsNavigation Bars at the top of each screen show options for the Landing Pad and the Customer, Service, and Environment Dashboards. By default, all dashboards display

the Overview view when opened. Navigation bar options respond to the width of the screen, with options stacked to the right:

For example, use the navigation bar on the Customer Dashboard, shown above, to move between the overview, storage, recommendations, incident reports, and change reports.

IconsThe following table shows the icons with descriptions:

Icon Name Description

Home Click the Home icon to return to the Landing Pad, which is the Oracle Pulse home screen.

Settings Click the Settings icon to sign in or out of Oracle Pulse, or to view help.

E-mailing Screens and Other ActionsThe Other Actions list in the top right of Oracle Pulse provides a number of options depending on where it is accessed.

iPad OnlyiPad provides additional options under Other Actions to help streamline communication of Oracle Pulse information and to request additional storage, backups, and refreshes.

In any screen, tap Email Screen in the Other Actions list on the top right to e-mail the contents of the screen. You can save or delete the draft created. In the data view of any widget, an additional Email Report option provides the ability to e-mail the data used to create the view.

Use Annotate Screen to attach notes to the current screen before e-mailing or select Print to send the current screen to one of the printers set up on your device. Setting up printers is specific to a device, and you should refer to the local settings or help to enable printing.

Other Actions Click the Other Actions icon to perform the following actions:

■ Email Screen Send the screen contents by e-mail

■ Email Report Send the contents of a widget data view by e-mail.

(iPad only):

■ Annotate Screen Add notes to the current screen.

■ Print Screen Add notes to the current screen.

(Web Browser only):

■ Request Refresh Request a refresh by e-mail.

■ Request Additional Backups Request an additional backups by e-mail.

■ Request Additional Storage Request an additional storage by e-mail.

■ Request Additional Services Request additions to your services by e-mail.

Data View Click the Data View icon in any widget to flip to the data used to create the chart.

Icon Name Description

Web Browsers OnlyOn supported Web browsers, you can request further services by e-mail using the Other Actions icon on the Service Dashboard.

In any screen, tap Email in the Other Actions list on the top right to e-mail the contents of the screen. You can save or delete the draft created. In the data view of any widget, an additional Email Report option provides the ability to e-mail the data used to create the view.

Under the Refresh option, Other Actions select Request Refresh to submit a request for a refresh by e-mail. Similarly, you can send an e-mail requesting additional backups using Request Additional Backups on the Backups screen or ask for additional storage using the Request Additional Storage on the Storage screen.

Finally, select Request Additional Services option to submit a request to extend your current offering.

2Using the Landing Pad

Use the Oracle Pulse landing pad to quickly check the performance of all your Oracle Managed Cloud Services in five key areas then, with a tap, review the supporting data in any area requiring attention.

From Oracle Pulse Release 4.1, you can move directly from any row in the supporting data to see the selected metric in its overall context on the Customer, Service, or Environment Dashboard.

About the Landing PadThe landing pad displays the recent performance of all your organization’s Oracle Managed Cloud Services in the areas of service and environment availability, storage usage, service requests and changes logged, and (if enabled) business transactions. The landing pad also serves as a home page for Oracle Pulse and is easily accessible from anywhere in Oracle Pulse.

The landing pad consists five pairs of tiles, corresponding to these key areas:

AvailabilityThe Production Availability tile shows the percentage availability of all your organization’s live, production Oracle Managed Cloud Services for the last two months. Availability is calculated based on complete outages and does not include service interruptions.

Tap the tile to open the data view, showing the percentage availability of each environment for all services over the previous and current month to date.

Select any environment/row in the data view to open the Environment Dashboard populated with metrics for that environment.

The Complete Outage Time tile displays the total outage time over the last 24 hours and over the last month across all your Oracle Managed Cloud Services.

Tap the tile to open the data view, showing the total outage time over the last 24 hours and over the last month for every environment associated with your Oracle Managed Cloud Services.

Select any environment/row in the data view to open the Environment Dashboard populated with metrics for that environment.

Note: If the production availability is between 0% and 100%, tap this tile to open the data view.

If the production availability is 0%, 100%, or N/A (not available), tapping the tile does not open the data view.

Environments are labeled ’instances’ in this view and are listed along with their environment alias, ’instance ID’.

StorageThe Storage Utilization versus Entitlement tile compares the amount of storage used by all your Managed Cloud Services with your purchased entitlement, on the last collection date. Your storage entitlement is usually allocated as needed across all services. This tile can be useful in identifying services that are consuming a disproportionate amount of storage.

The Recent Storage Activity tile shows the percentage change in storage activity since the date displayed. An increase of 5% or more in storage usage over one week is considered significant. If your storage usage increases by more than 5% in one week, Oracle recommends that you contact your Oracle service delivery manager (SDM) to discuss the increase.

Tap the tile to see the data view, listing by service the amount of storage used, in Gigabytes, and percentage of total storage used.

Select any service/row in the data view to open the Service Dashboard populate with metrics for that service. You can also tap Grand Total to open the Storage option for all services on the Customer Dashboard.

TransactionsThe Transaction Performance tile shows the the number of transactions exceeding the threshold at the latest collection date and time. A transaction is a sequence of operations that you want to monitor as a single unit. Comparing transaction response times with the threshold value gives a sense of the performance of your services. If one or more transactions exceeds the threshold, this can indicate potential or actual issues with the associated service.

The Low Performing Transactions tile displays the number of transactions that have exceeded the 30 day average since the last collection date and time. A transaction is a sequence of operations that is monitored as a single unit. Comparing transaction response times with the threshold value gives a sense of your services’ performance. A significant number of transactions exceeding the 30 day average can indicate potential or actual issues with the associated service(s).

Tap either tile to open the Transactions screen on the Customer Dashboard displaying data for all transactions.

IncidentsThe Sev 1 Incidents tile displays all Severity 1 incidents - that is, service requests (SRs) - created on production instances up to the date and time listed. Severity 1 indicates a complete loss of service for mission critical operations where work cannot reasonably continue.

This Incidents for Review tile displays all Severity 1 incidents - that is, service requests (SRs) - created on production instances up to the date and time listed that are awaiting your input or approval.

Tap either tile to see the following figures for each environment and associated environment alias:

■ Sev 1 Incidents - The number of severity 1 SRs for the instance.

■ EM Generated - The number of SRs automatically generated by Oracle Enterprise Manager (EM).

Note: Where business transaction monitoring (BTM) has not been implemented, these tiles are hidden.

■ BTM Failures - W business transaction monitoring (BTM) has been implemented, the number of monitored transactions that have exceeded the performance threshold.

■ Awaiting Customer - The number of SRs awaiting your input or approval to progress.

Select any incident/row in the data view to open the Incidents screen on the Environment Dashboard populated with metrics for the environment associated with the incident.

ChangesThe Sev 1 Changes tile displays all Severity 1 changes - that is, requests for change (RFCs) - created on production instances up to the date and time listed. Severity 1 indicates a complete loss of service for mission critical operations where work cannot reasonably continue.

The Changes for Review tile displays all Severity 1 changes - that is, requests for change (RFCs) - created on production instances up to the date and time listed that are awaiting your input or approval.

Tap the tile to see the following figures for each environment and associated environment alias:

■ Sev 1 RFCs - The number of severity 1 RFCs for the instance.

■ RFCs Awaiting Customer - The number of RFCs awaiting your input or approval to progress.

Select any change/row in the data view to open the Changes screen on the related Environment Dashboard populated with metrics for the environment associated with the change.

Note: If your My Oracle Support (MOS) user account does not have privileges to view SRs, these tiles are hidden.


Note: If your My Oracle Support (MOS) user account does not have privileges to view RFCs, this tile is hidden.


3Using the Customer Dashboard

The Customer Dashboard shows key information across all your organization’s Managed Cloud Services and associated environments.


■ About the Customer Dashboard

■ About the Customer Overview

■ Viewing Customer Storage

■ Viewing Customer Recommendations

■ Viewing Customer Transactions

■ Viewing Customer Incidents

■ Viewing Customer Changes

■ Viewing Customer Contacts

■ Viewing Customer Notifications

■ Viewing Service Catalog

About the Customer DashboardOracle Pulse opens on the Customer Dashboard, which shows overall service health for your organization’s Oracle Managed Cloud Services. Service health is measured through the availability of services and environments and the response times for critical business transactions.

The Customer Dashboard Overview summarizes availability by service and by environment, historical storage usage, and (where business transaction monitoring (BTM) has been set up) a performance summary for critical business transactions.

Track storage usage compared to your entitlement, as well the amount of database and non-database storage all services have used, under the Storage option in the navigation bar. The Recommendations option shows all pending, implemented, or rejected recommendations that have been made for any environment associated with your organization’s Managed Cloud Services, based on regular assessments. It also indicates why pending recommendations are necessary and the possible consequences if they are not implemented.

If BTM has been set up, the Transactions option is displayed. You can see the average transaction performance over the last 24 hours, and compare this performance to the 30 day average and to the lower threshold value. You can also compare this value with the transaction performance 7 days ago. You can also view service requests (SRs) reports under Incidents and requests for change (RFCs) reports under Changes.

Additionally, three global options have been moved to the Customer Dashboard. Contacts displays all contacts in your organization and in Oracle that are associated with your organization’s Managed Cloud Services. You can filter the list displayed to show different groups or search for individual contacts. All active and historical notifications for your organization’s Managed Cloud Services can be viewed on the Notifications screen, including those that were dismissed at sign in. Finally, the

Note: As SRs are often logged without reference to the service or environment, these customer level reports provide the most complete picture of SRs for your organization.

Associating all SRs logged for your organization with the correct service and environment will result in more complete SR reports at the service and environment levels.

Catalog option provides a list of all Oracle Managed Cloud Services current service offerings, with released versions and modules.

About the Customer OverviewView any of these widgets on the Customer Dashboard Overview:

■ Production Availability by Service

■ Production Availability by Environment

■ Service Transactions

■ Storage Usage by Service

All widgets are displayed in full screen mode.

Production Availability by ServiceThis widget shows the percentage availability of all your organization’s live, production Managed Cloud Services, over the selected time interval. Availability is calculated based on complete outages and does not include service interruptions. Toggle between the chart view and the data view using the symbol in the bottom right corner.

Chart View: The chart view, showing the percentage availability of all services, is calculated from the sum of availability percentages for all production environments in that service. Availability of services in implementation phase is not included. If a service is not displayed in this chart, you can check the service phase and Go Live dates in the table at the bottom of the home screen.

Data View: The data view shows all outages for a given service, including the environment, service request (SR) number, and outage type and category. It also lists the outage start and end times and the time to restore the outage. The problem summary, which the SDM has reviewed, describes the reasons for the outage and any other relevant information.

Production Availability by EnvironmentThis widget shows the percentage availability of every production environment associated with all of your organization’s Managed Cloud Services. Availability is calculated based on complete outages and does not include service interruptions.

Chart View: The chart view shows the downtime and percentage availability for every production environment from all your organization’s Managed Cloud Services over the selected time interval.

Data View: The data view shows production outages for all environments from your organization’s Managed Cloud Services. It shows all environments for each service, the service request (SR) number associated with the outage, and the outage type and category. It also lists the outage start and end times and the time to restore the outage. The problem summary describes the impact and root cause of the outage and any other relevant information.

Service TransactionsThis widget shows a summary of all monitored transactions for all your organization’s Managed Cloud Services, grouped by service. Tap the Transactions option on the navigation bar to see the full transactions table.

Transaction response times give a sense of the performance of your services and environments and can indicate potential or actual issues. Your Oracle Service Delivery

Manager (SDM) can work with you to identify these transactions and set up monitoring.

One or more beacons measure the response time of each monitored transaction. You can view the last time data was collected from the beacon(s) and compare the current value with the 30 day average.

Each transaction record shows:

Storage Usage by ServiceThis widget shows the percentage of storage used by each of your organization’s Managed Cloud Services. Your storage entitlement is usually allocated as needed across all services. The Storage Usage chart can be useful in identifying services that are consuming a disproportionate amount of storage.

Chart View: The chart view shows a breakdown of storage usage by service, as a percentage of total storage usage, for all your organization’s Managed Cloud Services.

Data View: The data view lists all your organization’s Managed Cloud Services. It displays the number of environments for each service, the total storage used by the environment, and the percentage of total storage that the service uses.

Viewing Customer StorageTap the Storage option on the navigation bar to see storage usage across all your organization’s Managed Cloud Services and associated environments.

View any of these widgets on the Customer Dashboard Storage screen:

■ Storage Usage by Service

■ Storage Usage versus Entitlement

■ Database Usage

■ Non-Database Usage

Double tap any of the widgets to expand to full screen mode. Toggle between the chart view and the data view using the chart and table symbols respectively in the bottom right corner of the widget.

Scroll up to view hidden widgets and the record table at the bottom of the screen. The table contains service records showing phases and go live dates for all your

Note: Where Business Transaction Monitoring (BTM) has been implemented, the Service Transactions widget displays populated transactions reports.

If BTM has not been implemented, the Transactions option is hidden.

You cannot flip the Service Transactions widget.

Field Description

Transaction Name Name of the transaction being monitored

Collection Point Name of the beacon(s) from which data is collected as part of monitoring

Last Collection Time of the last data collection from the beacon(s)

30 Day Average Average transaction time over the last 30 days

organization’s Managed Cloud Services. Tap any service record to open the Service Dashboard.

Storage Usage by ServiceThis widget shows the percentage of storage used by each of your organization’s Managed Cloud Services. Your storage entitlement is usually allocated as needed across all services. The Storage Usage chart can be useful in identifying services that are consuming a disproportionate amount of storage.

Chart View: The chart view shows a breakdown of storage usage by service, as a percentage of total storage usage, for all your organization’s Managed Cloud Services.

Data View: The data view lists all your organization’s Managed Cloud Services. It displays the number of environments for each service, the total storage used by the environment, and the percentage of total storage that the service uses.

Storage Usage versus EntitlementThis widget shows overall storage usage for all your organization’s Managed Cloud Services compared with your current entitlement, over the selected time interval.

Chart View: The chart view shows overall storage usage for all your organization’s Managed Cloud Services compared with your current entitlement, over the selected time interval.

Data View: The data view provides detailed information about the total storage usage for each service, showing storage used per associated environment, category, and subcategory, for all your organization’s Managed Cloud Services.

Database UsageThis widget shows the storage used by databases for all your organization’s Managed Cloud Services.

Chart View: The chart view shows the storage consumed by databases for all your organization’s Managed Cloud Services.

Data View: The data view provides detailed information about the storage used by databases for all your organization’s Managed Cloud Services, per associated environment, category, and subcategory.

Non-Database UsageThis widget shows the storage consumed by the application and database code trees and log files for all your organization’s Managed Cloud Services.

Chart View: The chart view shows the storage consumed the storage consumed by the application and database code trees and by log files for all your organization’s Managed Cloud Services.

Data View: The data view provides detailed information about the storage consumed by the application and database code trees and by log files for all your organization’s Managed Cloud Services, per associated environment, category, and subcategory.

Requesting Additional Storage (iPad Only)(on iPad, you have the option to request additional storage by e-mail.

From the Other Actions in the top right select Request Additional Storage then submit your request.

Viewing Customer RecommendationsTap the Recommendations option on the navigation bar to see recommended changes across all services and environments for all your organization’s Managed Cloud Services.

Recommendations are actions that you can choose to take to improve performance, security, or other aspects of a service or environment. Drawn directly from a Managed Cloud Services repository of optimal configurations, recommendations are generated as part of periodic maintenance on environments.

You can filter the recommendations listed by time interval and by type. Tap the time interval, such as year to date (YTD), then select the recommendation type from the list:

■ Current - These recommendations have been approved by a planner and presented to you in an RFC. If approved, the RFC will be applied to the named environment.

■ Implemented - These recommendations have been applied to the named environment.

■ Rejected - These recommendations have been presented in RFCs but have been rejected and therefore were not applied to the named environment.

The following information is displayed for each recommendation:

Viewing Customer TransactionsTap the Transactions option on the navigation bar to see the full transactions table for your Managed Cloud Services.

Transaction response times give a sense of the performance of your services and environments and can indicate potential or actual issues. Your Oracle Service Delivery Manager (SDM) can work with you to identify these transactions and set up monitoring.

Note: This option is available only on iPad.

If you require additional storage but this option is not available, log an SR. Your SDM can provide more information about the process.

Name Description

Recommended On The date on which the recommendation was presented to you.

Category One of the following recommendation categories:

■ Application

■ Database

■ Other

■ Performance & Capacity

■ Security

■ System Administration

■ Tech Stack

■ Upgrade

Environment The named environment to which this recommendation applies

RFC The request for change (RFC) related to this recommendation, if any.

Transaction RecordsEach transaction record shows the last data collection date and the data collection point(s). You can compare the current value with the 30 day average and with the lower threshold value for this transaction.

Each record displays:

Chart ViewTo understand the historical performance of any transaction, tap the transaction record listed under the Transaction option on the Customer Dashboard. You can select the date from which transaction performance will be measured and choose a measurement interval.

Select the start date using the date picker. (This date must be at least 24 hours earlier than the current date.)

Then select one of the following time intervals:

■ 24 hours: Shows the average of all data collections over the past 24 hours, compared to the historical median and lower threshold of acceptable performance.

■ 7 days: Shows the average of all hourly collections over the past 7 days, compared to the historical median and lower threshold of acceptable performance.

■ 30 days: Shows the average of all daily collections over the past 30 days, compared to the historical median and lower threshold of acceptable performance.

Data ViewIn the chart view, tap the table symbol in the bottom right corner of the widget to flip to the data view. In this view, you can also select the date from which transaction performance will be measured and choose a measurement interval.

Select the start date using the date picker. (This date must be at least 24 hours earlier than the current date.)

Then select one of the following time intervals:

■ 24 hours: Shows the values for all data collections over the past 24 hours, compared to the historical median and lower threshold of acceptable performance.

Note: The Transactions option is displayed on the navigation bar only for services where business transaction monitoring (BTM) has been implemented.

If BTM has not been implemented, the Transactions screen is hidden.

Your Oracle Service Delivery Manager (SDM) can work with you to identify these transactions and set up monitoring.

Field Description





Threshold Lowest acceptable performance threshold for this transaction

■ 7 days: Shows the values of all hourly collections over the past 7 days, compared to the historical median and lower threshold of acceptable performance.

■ 30 days: Shows the values of all daily collections over the past 30 days, compared to the historical median and lower threshold of acceptable performance.

Viewing Customer IncidentsTap the Incidents option on the navigation bar to see service request (SR) reports for all your organization’s Managed Cloud Services.

SRs are created and maintained in My Oracle Support (MOS). All SR information in Oracle Pulse is drawn from the MOS database. Customer level incident reports provide the most complete picture of your organization’s SRs because many SRs are logged without reference to a service or environment. You can improve the accuracy of service level and environment level reports by ensuring that you associate each SR with a service or environment as appropriate.

View any of these widgets on the Customer Dashboard Incidents screen:

■ Created versus Closed Incidents

■ Incident Backlogs

■ Incident Volume by Product

Double tap any of the widgets to expand to full screen mode. Toggle between the chart view and the data view using the chart and table symbols respectively in the bottom right corner of the widget. You can also see individual incident records listed at the bottom of the screen.

Scroll up to view hidden widgets and the record table at the bottom of the screen. The table contains incident records summarizing SRs for all your organization’s Managed Cloud Services. Tap any record to open the change/RFC summary.

Created versus Closed IncidentsThis widget shows the rate of SR closure for all your organization’s Managed Cloud Services.

Chart View: The chart view compares the number of SRs created with the number of SRs closed for each month over the selected time interval, indicating the rate of SR closure for all your organization’s Managed Cloud Services.

Data View: The data view shows detailed records for all SRs, open and closed, for all your organization’s Managed Cloud Services.

Incident BacklogsThis widget shows the number of SRs created for all your organization’s Managed Cloud Services over the selected time interval, grouped by time elapsed since they were raised.

Chart View: The chart view shows the number of SRs created for all your organization’s Managed Cloud Services in each month over the selected time interval. SR counts are presented in color coded bands that indicate the time elapsed since SR creation:

Note: To view Incidents, your My Oracle Support (MOS) account must have view SR privileges.

■ 7 days or less

■ 8 to 30 days

■ 31 to 60 days

■ 61 to 90 days

■ 91 days or more

SRs that were open during the month, but have been closed since then, are included in the monthly count.


Incident Volume by ProductThis widget shows the number of incidents created for all your organization’s Managed Cloud Services.

Chart View: The chart view shows the number of incidents created for each product associated with your organization’s Managed Cloud Services, in each month of the selected time interval. Color coding indicates the SR priority, which is determined in MOS as critical, significant or standard.


Viewing an Incident RecordIn the lower part of the screen, each incident record displays the name, status, and associated product for the SR. Tap any incident record at the bottom of the screen to see the full incident record.

Each record shows the following information, which is drawn from the MOS database:

Filtering Incident RecordsTo filter the incidents, select a filter from the list:

■ All Incidents lists all incident records for all your Managed Cloud Services

■ All Open Incidents lists all open SRs for all your Managed Cloud Services

■ Closed Requests lists all SRs for all your Managed Cloud Services

Field Description

Name, including

■ SR Number

■ Summary

■ Contact

Identifying information about this SR, including:

■ SR number listed in MOS.

■ A very brief description of the SR entered in MOS

■ Name of the contact person for this SR

Status Status of this SR from MOS:

■ Open - The SR has been created but is not yet resolved, or has been resolved but is awaiting approval.

■ Closed - The SR has been closed, whether resolved or not.

Product Name of the product associated with this SR in MOS.

Updates All the latest actions related to this SR.

Summary MOS summary information for this SR, such as the status and the severity.

Search for an Incident RecordTo search for an incident, enter the search criteria in the Search field, located in the toolbar of the incident record table. Partial strings are auto-completed. Tap the search icon to see all incident records containing the string.

Tap any incident name to see the detailed record, showing the incident summary and any updates. Tap the arrow in the top left to return to the Incidents screen.

Viewing Customer ChangesTap the Changes option on the navigation bar to see reports of requests for change (RFCs) across all services and environments for all your Managed Cloud Services.

View any of these widgets on the Customer Dashboard Changes screen:

■ Created versus Applied Changes

■ Applied Changes by RFC Type

■ Applied Changes: Production versus Non-Production

■ Applied Changes by Environment


Scroll up to view hidden widgets and the record table at the bottom of the screen. The table contains changes records summarizing RFCs for all your organization’s Managed Cloud Services. Tap any record to open the change/RFC summary.

Created versus Applied ChangesThis widget shows the number of RFCs created for, and the number applied to all your organization’s Managed Cloud Services, indicating the rate of change.

Chart View: The chart view shows the number of RFCs created for, and the number applied to, environments and services for all your organization’s Managed Cloud Services during the selected time interval. If no RFCs were created for or applied to, the chart is empty.

Data View: The data view lists all RFCs that have been created for or applied to all your organization’s Managed Cloud Services.

Applied Changes by RFC TypeThis widget shows all RFCs, listed by RFC type, that have been applied to environments and services for all your organization’s Managed Cloud Services.

Chart View: The chart view shows all RFCs, listed by RFC type, that have been applied to all your organization’s Managed Cloud Services. RFC types are defined in My Oracle Support (MOS).

Data View: The data view lists all RFCs that have been applied to all your organization’s Managed Cloud Services.

Note: To view Changes, your My Oracle Support (MOS) account must have view RFC privileges.

Applied Changes: Production versus Non-ProductionThis widget compares rates of change in production and non-production environments for all your organization’s Managed Cloud Services.

Chart View: The chart view shows the number of RFCs applied to production environments, to non-production environments, and to all environments associated with all your organization’s Managed Cloud Services, for each month in the selected time interval.


Applied Changes by EnvironmentThis widget shows the RFC count for each environment.

Chart View: The chart view shows the RFC count for every environment associated with all your organization’s Managed Cloud Services, for the selected time interval.


Viewing a Change RecordRecords for all RFCs created for your organization’s Managed Cloud Services are listed at the bottom of the screen. Each record displays the following information.

Tap any record at the bottom of the screen to see the full RFC summary.

Filtering Change RecordsTo filter the change records displayed, select a filter from the list:

■ All Changes lists all change records for all your organization’s Managed Cloud Services

■ All Open lists all open RFCs for all your organization’s Managed Cloud Services

■ Ready for Scheduling/Approval lists all RFCs for all your organization’s Managed Cloud Services that are ready for scheduling or awaiting your approval.

■ Recently Updated lists all RFCs for tall your organization’s Managed Cloud Servicesthat have been updated recently.

Field Description

Name, including

■ RFC Number

■ Summary

■ Contact

Identifying information about this RFC, including:

■ RFC number listed in MOS.

■ A very brief description of the RFC as entered in MOS.

■ Name of the contact person for this RFC.

Environment Environment associated with this RFC.

Status Status of this RFC from MOS:

■ Open - RFC is in New or Ready to Schedule status in MOS.

■ Closed - RFC is in Completed, Cancelled, Rejected, or other status in MOS.

Schedule Time and date for which this RFC is scheduled, in the format YYYY-MM-DD HH:MiMi where YYYY is the year, MM is the month, DD is the day, HH is the hour, and MiMi is the minute.

Activities All the latest activities related to this RFC.

Summary MOS summary information for this RFC, such as the status and the severity.

Searching for a Change RecordTo search for a change record, enter the search criteria in the Search field, located in the toolbar of the change record table. Partial strings are auto-completed. Tap the search icon to see all change records containing the string.

Viewing Customer ContactsTap Contacts to see all contacts associated with your organization’s Managed Cloud Services.

Contacts include users from your organization and all Oracle personnel associated with your organization’s Managed Cloud Services. Your customer user administrator authorizes approvers and defines the scope of approval authority. Your SDM and your customer user administrator maintain these records.

The following information is displayed for each contact record:

To search for a contact, enter the search criteria in the Search field, located in the top left of the Contacts screen. Partial strings are auto-completed. Tap the search icon to see all incident records containing the string.

You can filter the displayed records using the following options on the navigation bar:

■ All Contacts displays all contacts associated with your organization’s Managed Cloud Services, from both Oracle and your organization.

Field Description

Contact Name Full name of this contact.

Phone Phone number for this contact

E-mail Address E-mail address for this contact.

Role Role for this contact.

Authority Approval authority assigned to the contact by your Oracle SDM or service delivery team.

■ Approvers displays contacts who have the authority to approve requests for change (RFC). The customer user administrator defines the scope of this approval authority.

■ My Organization displays all contacts from your organization associated with your organization’s Managed Cloud Services.

■ Service Delivery Team displays all Oracle personnel associated with your organization’s Managed Cloud Services.

Viewing Customer NotificationsNotifications inform you about newly available software versions, any upcoming maintenance and outages, and any service interruptions that occurred in your Oracle Managed Cloud Services.

■ Active notifications have not yet reached their expiry dates.

■ Historical notifications have passed their expiry date or have been dismissed.

Your Oracle SDM manages all your notifications, creating the necessary messages and setting an expiry date for each notification.

Once you sign in to Oracle Pulse, all active notifications for your Oracle Managed Cloud Services are displayed, ordered by notification creation date.

Working with NotificationsAt sign in, all active notifications for your Oracle Managed Cloud Services are displayed by default. Notifications are ordered by creation date, which is listed in the top right corner. You can also scroll down to see earlier active notifications.

By checking Do not show again for one or more notifications you can ensure they are not displayed the next time you sign in.

You can see all active and historical notifications for your Oracle Managed Cloud Services by tapping the Notifications option on the Customer Dashboard:

Note: Each notification displays the date on which the notification was created. The event date is listed in the description.

Each notification record provides the following information:

■ Planned/Unplanned indicates whether this event is planned or unplanned. For example, a scheduled outage for maintenance or a new software release are planned events. An unexpected outage is an unplanned event.

■ Event Type indicates the type of event in question. Examples include:

– New Software Release, announcing a new release of Oracle Pulse software.

– Proactive Maintenance, announcing a scheduled maintenance outage to proactively address issues.

■ Description provides a full description of the event in question, typically including the event date, the start and end times, the systems or areas affected, the reasons for the event, and any other relevant details.

■ Date shows the date on which this notification was created. The event date is listed in the description.

Viewing Service CatalogTap the Catalog option on the Customer Dashboard to see the full Oracle Managed Cloud Services catalog. The catalog lists all service offerings by Oracle product, outlining the supported product release or service revision and associated modules.

You can also see service offerings that are not yet on general availability using the PreGeneral Availability option at the bottom of the product list. Additionally you can browse the various options available for each service, such as load testing and regression testing.

4Using the Service Dashboard

The Service Dashboard shows key performance indicators for the service you have selected.


■ About the Service Dashboard

■ About the Service Overview

■ Viewing Service Refreshes

■ Viewing Service Backups

■ Viewing Service Recommendations

■ Viewing Service Transactions

■ Viewing Service Incidents

■ Viewing Service Changes

■ Requesting Other Service Information

About the Service DashboardThe Service Dashboard shows key performance indicators for the service you have selected.

The Overview screen, shown by default, provides a summary of service availability (including any outages) and historical storage usage. Key indicators include your usage and entitlements for both refreshes and backups, under the Refresh and Backups options. Use these options to track consumption versus entitlement of both your backups and refreshes and, if necessary, request more. The Recommendations option shows recommendations that have been implemented for this service and those that have been rejected. It also indicates why pending recommendations are necessary and the possible consequences if they are not implemented.

If BTM has been set up, the Transactions option is displayed. You can see the average transaction performance over the last 24 hours, and compare this performance to the 30 day average and to the lower threshold value. You can also compare this value with the transaction performance 7 days ago. If you have the corresponding My Oracle Support privileges, you can also view service requests (SRs) reports under Incidents and requests for change (RFCs) reports under Changes.

Finally, use the Other option to request more information about the services listed, such as Additional Backup or Additional VPN.

Note: As SRs are often logged without reference to the service or environment, the customer level reports, available on the Customer Dashboard, provide the most complete picture of SRs for your organization.


About the Service OverviewThe Overview screen, shown by default, provides a summary of service availability (including any outages), performance and trending for critical business transactions, and historical storage usage.

View any of these widgets on the Service Dashboard Overview:

■ Production Availability

■ Service Transactions

■ Storage Usage


Scroll up to see any hidden widgets and the table of environment records for this service at the bottom of the screen. Environment records show type, availability, and go live dates for all environments associated with this service. Tap any environment record to open the Environment Dashboard.

Production AvailabilityThis widget shows the production availability of this service for the selected time interval as well as an analysis of outages. It provides a basis for investigating any outages, showing the outage cause and identifying delays in restoration of service. Availability is calculated based on complete outages and does not include service interruptions.

Chart View: The chart view shows one vertical red line for each day that had at least one outage, regardless of the number of outages or duration of outage(s).

Data View: The data view shows all outages for this service for the selected time interval. It identifies the environment affected as well as the outage duration and category. The number of unplanned outages is displayed, with the duration of outages for which Oracle was responsible and for which your organization is responsible clearly differentiated. Additionally, the average time to recover from any outage is listed.

For each environment, the table lists the SR number and outage type and category. It also lists the outage start and end times, the time to restore the outage, and problem summary.

Service TransactionsThis widget shows records of all monitored transactions for the selected service. Tap the Transactions option on the navigation bar to see the full transactions table for this service.


Note: Where Business Transaction Monitoring (BTM) has been implemented, the Service Transactions widget displays populated transactions reports.

You cannot flip the Service Transactions widget.



Storage UsageThis widget shows the storage used by each environment for the selected service. Your storage entitlement is usually allocated as needed across all environments. The Storage Usage chart can be useful in identifying environments that are consuming a disproportionate amount of storage.

Chart View: The chart view shows the entitlement, the total usage for all services and environments and the storage usage, for the selected service.

Data View: The data view lists the storage used by each environment.

Viewing Service RefreshesTap Refresh on the Service Dashboard to see the following information over the selected time interval, in the chart:

■ Consumed Entitled Refreshes shows the number of refreshes used for environments associated with this service, from your refresh entitlement in the time interval selected. Your refresh entitlement includes your refresh allowance for environments during implementation and production phases. It also includes any additional refreshes that you have purchased. This information is calculated and maintained automatically. If there are any discrepancies, contact your Oracle service delivery manager (SDM).

■ Consumed Purchased Refreshes shows the number of additional purchased refreshes used for environments associated with this service, in the time interval selected.

■ Overage shows the number of refreshes, if any, that were used for environments associated with this service, in excess of your entitled and purchased refreshes.

The table tracks your refresh consumption for each of the last seven months as follows:

■ Consumed shows the number of refreshes that this service has consumed in each month.

■ Entitled shows the number of refreshes this service was entitled to consume in each month.

■ Purchased shows the number of refreshes that were purchased in this month.

■ Overage shows the number of consumed refreshes that exceeded the service’s entitled and purchased refreshes combined in each month.

Requesting RefreshesYou also have the option to request refreshes by e-mail.

Field Description





From the Other Actions in the top right select Request Refresh then submit your request.

Viewing Service BackupsTap Backups on the Service Dashboard to track backups for all your organization’s Managed Cloud Services.

All Backup WorkThe chart view shows all backups that have been run successfully on environments associated with this service each day, for one week or one month. This information is drawn directly from the internal Oracle system that inventories all backups on fileservers. Use this chart to track trends in service backups.

The data view shows the number of production and non-production backups, along with the total number of backups, that happened on each day of the week or month, as selected. The data view is useful for pinpointing the dates on which backups occurred and identifying any gaps.

Additional BackupsThe chart view shows any additional backups requested, both consumed and billable. Additional backups include backups remaining from your allowance for production environments during implementation and production phases, and any backups you have purchased.

The data view shows the number of consumed and purchased backups, as well as the total number of additional backups, that have been run successfully on environments associated with this service for one week or one month. Using this chart you can find out the dates of additional backups and whether they were billable.

Requesting Additional BackupsYou also have the option to request additional backups by e-mail.

From the Other Actions in the top right select Request Additional Backups then submit your request.

Viewing Service RecommendationsTap the Recommendations option on the navigation bar to see recommended changes across all environments for this service.

Recommendations are actions that you can choose to take to improve performance, security, or other aspects of an environment. Drawn directly from a Managed Cloud Services repository of optimal configurations, recommendations are generated as part of periodic maintenance on environments.

You can filter the recommendations listed by time interval and by type. Tap the time interval, such as year to date (YTD), then select the recommendation type from the list:

Note: This option is available only on iPad.

If you require additional backups but this option is not available, log an SR. Your SDM can provide more information about the process.





Viewing Service TransactionsTap the Transactions option on the navigation bar to see the full transactions table for the selected service.


You can also review the historical performance of any transaction using the transaction record.

In both chart and data views, select the date from which transaction performance will be measured using the date picker. (This date must be at least 24 hours earlier than the current date.) Then select one of the following time intervals:

■ 24 hours: Shows the average of all data collections over 24 hours from the date selected, compared to the historical median and lower threshold of acceptable performance.

■ 7 days: Shows the average of all hourly collections over 7 days from the date selected, compared to the historical median and lower threshold of acceptable performance.

■ 30 days: Shows the average of all daily collections over 30 days from the date selected, compared to the historical median and lower threshold of acceptable performance.

The chart and data views are populated with data for the time interval from the date selected.

Column Name Description


Category One of the following recommendation category:

■ Application

■ Database

■ Other


■ Security


■ Tech Stack

■ Upgrade



Chart View: The chart view shows the average of all data collections over the time interval from the date selected, compared to the historical median and lower threshold of acceptable performance.

Data View: The data view lists the averagesof all data collections over the time interval from the date selected, compared to the historical median and lower threshold of acceptable performance.



Viewing Service IncidentsTap the Incidents option on the navigation bar to see service request (SR) reports for this service.

SRs are created and maintained in My Oracle Support (MOS). All SR information in Oracle Pulse is drawn from the MOS database.

Customer level incident reports provide the most complete picture of your organization’s SRs because many SRs are logged without reference to a service or environment. You can improve the accuracy of service level and environment level reports by ensuring that each SR logged for your organization is associated with a service or environment.

View any of these widgets on the Service Dashboard Incidents screen:

■ Created versus Closed Incidents


■ Incident Volume by Product


Note: The Transactions option is displayed on the navigation bar only for services where business transaction monitoring (BTM) has been implemented.

If BTM has not been implemented, the Transactions screen is not displayed.


Field Description






Scroll up to see any hidden widgets and the table of incident records for this service at the bottom of the screen. You can also see individual incident records listed at the bottom of the screen. Tap any record to see the incident details.

Created versus Closed IncidentsThis widget shows the rate of SR closure for this service.

Chart View: The chart view compares the number of SRs created with the number closed for each month over the selected time interval, indicating the rate of SR closure for this service.

Data View: The data view shows detailed records for all SRs, open and closed, for this service.

Incident BacklogsThis widget shows the number of SRs created for this service over the selected time interval, grouped by time elapsed since they were raised.

Chart View: The chart view shows the number of SRs created for this service in each month of the selected time interval. Color coded bands indicate the time elapsed since SR creation:

■ 7 days or less

■ 8 to 30 days

■ 31 to 60 days

■ 61 to 90 days

■ 91 days or more



Incident Volume by ProductThis widget shows the number of incidents created for this service’s product(s).

Chart View: The chart view shows the number of incidents created for each of this service’s products, in each month of the selected time interval. Color coding indicates the SR priority, which is determined in MOS as critical, significant or standard.




Filtering Incident RecordsTo filter the incident records, select a filter from the list:

■ All Incidents lists all SRs for this service

■ All Open Incidents lists all open SRs for this service

■ Closed Requests lists all SRs for this service that have been closed

Searching for an Incident RecordTo search for an incident, enter the search criteria in the Search field, located in the toolbar of the incident record table. Partial strings are auto-completed. Tap the search icon to see all incident records containing the string.

Viewing Service ChangesTap the Changes option on the navigation bar to see reports of requests for change (RFCs) for this service. RFC information presented in Oracle Pulse is drawn from the My Oracle Support (MOS) database.

View any of these widgets on the Service Dashboard Changes screen:



■ Applied Changes: Production versus Non-Production

■ Applied Changes by Environment


Scroll up to see any hidden widgets and the table of change records for this service at the bottom of the screen. You can also see individual change records listed at the bottom of the screen. Tap any record to see the change summary.

Created versus Applied ChangesThis widget shows the number of RFCs created for, and the number applied to this service, indicating the rate of change.

Field Description

Name, including

■ SR Number

■ Summary

■ Contact


■ SR number listed in MOS.


■ Name of the contact person for this SR



■ Closed - The SR has been closed, whether resolved or not.




Chart View: The chart view shows the number of RFCs created, and the number applied, to this service for each month of the selected time interval. If no RFCs were created or applied, the chart is empty.

Data View: The data view lists all RFCs that have been created for or applied to this service.

Applied Changes by RFC TypeThis widget shows all RFCs, listed by RFC type, that have been applied to this service.

Chart View: The chart view shows all RFCs, listed by RFC type, that have been applied to this service. Defined in MOS, RFC types include refresh and backup.

Data View: The data view lists all RFCs that have been applied to this service.

Applied Changes: Production versus Non-ProductionThis widget compares the rates of changes in production and non-production environments for this service.

Chart View: The chart view shows the number of RFCs applied to production environments, to non-production environments, and to all environments associated with this service, for each month in the selected time interval.


Applied Changes by EnvironmentThis widget shows RFCs applied to each environment.

Chart View: The chart view shows the RFC count for each environment associated with this service, for the selected time interval.


Viewing a Change RecordRecords for all RFCs created for this service are listed at the bottom of the screen. Tap any change record at the bottom of the screen to see the change details.

Field Description

Name, including

■ RFC Number

■ Summary

■ Contact












Filtering Change RecordsTo filter the change records displayed, select a filter from the list:

■ All Changes lists all RFCs for this service

■ All Open lists all open RFCs for this service

■ Ready for Scheduling/Approval lists all RFCs for this service that are ready for scheduling or awaiting your approval.

■ Recently Updated lists all RFCs for this service that have been updated recently.


Requesting Other Service InformationThe Other option on the navigation bar shows a collection of other service information, such as Additional VPN or Additional Backup.

To request more information about any of these services, tap the relevant service. In the Other Actions list in the top right, tap Request Information.

5Using the Environment Dashboard

The Environment Dashboard shows key information for the selected environment.


■ About the Environment Dashboard

■ About the Environment Overview

■ Viewing Environment Recommendations

■ Viewing Environment Transactions

■ Viewing Environment Incidents

■ Viewing Environment Changes

■ Scheduling an Environment Refresh or Restart

About the Environment DashboardThe Environment Dashboard shows key performance indicators for the environment you have selected.

The Environment Dashboard Overview, visible by default, shows the availability of the environment in production, performance and trending for critical business transactions, and historical storage usage. The Recommendations option shows recommendations that have been implemented for this environment and those that have been rejected. It also indicates why pending recommendations are necessary and the possible consequences if they are not implemented.

If BTM has been set up, the Transactions option is displayed. You can see the average transaction performance over the last 24 hours, and compare this performance to the 30 day average and to the lower threshold value. You can also compare this value with the transaction performance 7 days ago. You can also view service requests (SRs) reports under Incidents and requests for change (RFCs) reports under Changes.

About the Environment OverviewView any of these widgets on the Environment Dashboard Overview:

■ Availability

■ Transactions

■ Storage Usage

Double tap any of the widgets to expand to full screen mode. Toggle between the chart view and the data view using the symbols in the bottom right corner of the widget.

Note: As SRs are often logged without reference to the service or environment, the customer level reports, available on the Customer Dashboard, provide the most complete picture of SRs for your organization.


Scroll up to view hidden widgets and the record table at the bottom of the screen. The table contains host records showing the host tier, average CPU usage, as a percentage of total CPU usage, run queue length, and memory swapped to disk in Gb.

AvailabilityThis widget shows the availability of the selected environment. Availability is calculated based on complete outages and does not include service interruptions.

Chart View: The chart view shows one vertical red line for each day that had at least one outage, regardless of the number of outages or duration of outage(s).

Data View: The data view shows all outages for this environment for the selected time interval and identifies outage duration and category. The number of unplanned outages is displayed, with the duration of outages for which Oracle was responsible and for which your organization is responsible clearly differentiated. Additionally, the average time to recover from any outage is listed.

For each environment, the table lists the SR number and outage type and category. It also lists the outage start and end times, the time to restore the outage, and problem summary.

TransactionsThis widget shows records of all monitored transactions for the selected environment. Tap the Transactions option on the navigation bar to see the full transactions table for this environment.




Storage UsageThis widget shows the total storage used by this environment over the selected time interval.

Note: Where Business Transaction Monitoring (BTM) has been implemented, the Environment Transactions widget displays populated transactions reports.

If BTM has not been implemented, the Transactions option is hidden.

You cannot flip the Environment Transactions widget.

Field Description





Chart View: The chart view plots storage usage for this environment, compared with current entitlement and overall service storage.

Data View: The data view shows a breakdown by environment, category, and subcategory of storage usage over the selected time interval.

Viewing Environment RecommendationsThe Recommendations option on the navigation bar tracks recommendations for this environment.

Recommendations are actions that you can choose to take to improve performance, security, or other aspects of a environment. Drawn directly from a Managed Cloud Services repository of optimal configurations, recommendations are generated as part of periodic maintenance on environments.

You can filter the recommendations listed by type. Types of recommendations include:





Viewing Environment TransactionsTap the Transactions option on the navigation bar to see the full transactions table for the selected environment.


You can also review the historical performance of any transaction using the transaction record.



Category One of the following recommendation category:

■ Application

■ Database

■ Other


■ Security


■ Tech Stack

■ Upgrade




In both chart and data views, select the date from which transaction performance will be measured using the date picker. (This date must be at least 24 hours earlier than the current date.) Then select one of the following time intervals:

■ 24 hours: Shows the average of all data collections over 24 hours from the date selected, compared to the historical median and lower threshold of acceptable performance.

■ 7 days: Shows the average of all hourly collections over 7 days from the date selected, compared to the historical median and lower threshold of acceptable performance.

■ 30 days: Shows the average of all daily collections over 30 days from the date selected, compared to the historical median and lower threshold of acceptable performance.

The chart and data views are populated with data for the time interval from the date selected.

Chart View: The chart view shows the average of all data collections over the time interval from the date selected, compared to the historical median and lower threshold of acceptable performance.

Data View: The data view lists the averagesof all data collections over the time interval from the date selected, compared to the historical median and lower threshold of acceptable performance.



Viewing Environment IncidentsTap the Incidents option on the navigation bar to see service request (SR) reports for this environment.

Note: The Transactions option is displayed on the navigation bar only for environments where business transaction monitoring (BTM) has been implemented.

If BTM has not been implemented, the Transactions screen is not displayed.


Field Description






SRs are created and maintained in My Oracle Support (MOS). All SR information in Oracle Pulse is drawn from the MOS database.

Customer level incident reports provide the most complete picture of your organization’s SRs because many SRs are logged without reference to a service or environment. You can improve the accuracy of service level and environment level reports by ensuring that you associate each SR with a service or environment as appropriate.

View any of these widgets on the Environment Dashboard Incidents screen:

■ Created Versus Closed Incidents


■ Incident Volume By Product


Scroll up to see any hidden widgets and the table of for this environment at the bottom of the screen. You can also see individual incident records listed at the bottom of the screen. Tap any record to see the incident details.

Created Versus Closed IncidentsThis widget shows the rate of SR closure for this environment.

Chart View: The chart view compares the number of SRs created with the number closed for each month over the selected time interval, indicating the rate of SR closure for this environment.

Data View: The data view shows detailed records for all SRs, open and closed, for this environment.

Incident BacklogsThis widget shows the number of SRs created for this environment over the selected time interval, grouped by time elapsed since they were raised.

Chart View: The chart view shows the number of SRs open in each month for this environment over the selected time interval. Color coded bands indicate the time elapsed since SR creation:

■ 7 days or less

■ 8 to 30 days

■ 31 to 60 days

■ 61 to 90 days

■ 91 days or more



Incident Volume By ProductThis widget shows the number of incidents created or open for this environment’s products.

Chart View: The chart view shows the number of incidents created for each of this environment’s products, in each month of the selected time interval. Color coding indicates the SR priority in MOS, which can be critical, significant or standard.




Filtering the Incidents DisplayedTo filter the incident records, select a filter from the list:

■ All Incidents lists all SRs for this environment.

■ All Open Incidents lists all open SRs for this environment.

■ Closed Requests lists all SRs for this environment.

Searching for an Incident RecordEnter the search criteria in the Search field, located in the toolbar of the incident record table. Partial strings are auto-completed. Tap the search icon to see all incident records containing the string.

Viewing Environment ChangesTap the Changes option on the navigation bar to see reports of requests for change (RFCs) for this environment.

View any of these widgets on the Environment Dashboard Changes screen:




Field Description

Name, including

■ SR Number

■ Summary

■ Contact


■ SR number listed in MOS


■ Name of the contact person for this SR in MOS



■ Closed - The SR has been closed, whether resolved or not




Scroll up to see any hidden widgets and the table of change records for this environment at the bottom of the screen. You can also see individual change records listed at the bottom of the screen. Tap any record to see the change summary.

Created versus Applied ChangesThis widget shows the number of RFCs created, and the number applied, to this environment during the selected time interval.

Chart View: The chart view shows the number of RFCs created, and the number of RFCs applied, to this environment for each month of the selected time interval. If no RFCs were created or applied, the chart is empty.

Data View: The data view lists all RFCs that have been created for or applied to this environment.

Applied Changes by RFC TypeThis widget shows all RFCs, listed by RFC type, that have been applied to this environment.

Chart View: The chart view shows all RFCs, listed by RFC type, that have been applied to this environment. Defined in MOS, RFC types include refresh and backup.

Data View: The data view lists all RFCs that have been applied to this environment.

Viewing a Change RecordRecords for all RFCs created for this environment are listed at the bottom of the screen. Tap any change record at the bottom of the screen to see the change details.

Filtering the Changes DisplayedTo filter the change records displayed, select a filter from the list:

■ All Changes lists all RFCs for this environment

■ All Open Incidents lists all open RFCs for this environment

■ Closed Requests lists all RFCs for this environment

Field Description

Name, including

■ RFC Number

■ Summary

■ Contact













Scheduling an Environment Refresh or RestartOracle Pulse Release 4.1 provides the ability to schedule refreshes and restarts for your eligible, non-production Oracle E-Business Suite (EBSO) Database environments.

Prerequisites■ This is an eligible Oracle E-Business Suite (EBSO) Database environment, that is,

self-service enabled.

■ You are authorized to create requests for change (RFCs).

■ You are an authorized approver for this environment, for the associated service, or for your organization.

To Schedule a Refresh or Environment Restart:1. On the Environment Dashboard, tap Changes.

2. Tap the plus symbol on the change record toolbar.

3. From the Change Type list, select one of the following:

■ Bounce - Restarts this environment.

■ Refresh - Refreshes this environment.

The Preferred Date and Time area, appears shows the present time and date plus ten minutes.

4. Tap Check Availability to view up to five suitable time slots. These time slots are generated automatically, taking account of system and resource availability and other factors.

5. Tap Select Available Time to accept the available time slot.

6. After reviewing the RFC number, change type (Refresh or Restart), source and target systems (Refresh only), and time slot, tap OK to confirm these details.

The new change appears at the top of the Changes list.